Challenge
A regional bank was experiencing 14+ minute average response times for customer inquiries, with 70% being routine questions that didn't require specialized expertise. Their traditional call center approach was creating customer frustration, high operational costs, and preventing customer service representatives from focusing on complex issues requiring human judgment.
Solution
A multilingual AI banking assistant using Deepseek and Make.com that:
- Handled account inquiries, transaction explanations, and product information automatically
- Supported multiple languages to serve their diverse customer base
- Understood banking-specific terminology and customer intent
- Provided consistent, accurate responses to common questions
- Seamlessly escalated complex issues to human representatives with context
- Learned from interactions to continuously improve response quality
Implementation
The system was implemented over 8 weeks:
- Analysis of common customer inquiries and appropriate responses
- Development of banking-specific knowledge base and response templates
- Implementation of multilingual understanding and response capabilities
- Creation of intelligent routing for complex or sensitive inquiries
- Integration with the bank's secure systems for personalized responses
Results
- 81% of routine inquiries handled automatically without human intervention
- Average response time reduced from 14 minutes to under 45 seconds
- 2.5 FTE saved in customer service operations
- Customer satisfaction scores increased by 37%
- 24/7 support availability achieved without additional staffing
Compliance Considerations
The system was designed with strict financial regulatory compliance in mind, including appropriate disclaimers and secure handling of customer information.
